7. Handling the emotional side

What happens if it all goes wrong (according to you) and the other person becomes upset? It’s
imperative that you consider in advance how you will deal with the other person’s reaction to what you
have to say.

Taking time out can help you or the other person.

Focusing on facts, and what you want to have happen, makes it easier to stay non-emotional.

It is important to empathise with the other person if they are getting angry or upset.

Emotional self-awareness, knowing and understanding your own emotions, is essential to understanding
your impact on others. You also need to be able to recognise your own emotions so that you can recognise
them in others.